Managing Languages in Cisco Unity 8.x

The Cisco Unity Administrator provides settings for phone languages, Text to Speech (TTS), and GUI languages. Phone languages are the languages in which Cisco Unity can play system prompts to subscribers and callers; TTS languages are the languages in which Cisco Unity can play email messages over the phone, and GUI languages are the languages in which the Cisco Unity Administrator is displayed.

The number of language licenses available determines how many phone, TTS, and GUI languages Cisco Unity can load and use at a time. For example, if your organization has two phone language licenses, but has four languages installed, Cisco Unity will allow you to load and use only two at any one time. You can, however, select which two are used, and you can change this selection at any time. This flexibility allows you to better manage the language needs of your users.

Customizing system prompts is not supported for any of the Cisco Unity phone languages. All system prompts are automatically deleted and replaced when you upgrade Cisco Unity, including the installation of maintenance releases.

Overview of Languages in Cisco Unity 8.x

The phone, TTS, and GUI languages are chosen and installed during the initial Cisco Unity setup, and the applicable files are copied to the Cisco Unity server for each selected language.

One of the languages installed on the Cisco Unity server must match the Windows locale selected during Windows installation. Additional languages may be installed as needed.

If during initial setup you did not install the languages you need, see the "Adding Languages" section in the "Adding Features to the Cisco Unity 8.x System" chapter of the Reconfiguration and Upgrade Guide for Cisco Unity for details on how to add or replace languages. If you are adding TTS, see the "Adding Text to Speech" section. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.)

Caution Before removing a Cisco Unity language, confirm that it is not the language that matches the Windows locale, that it is not listed in the Loaded table on the System > Configuration > Phone Languages and/or GUI Languages pages, that it is not listed as the default Phone, TTS, or GUI language, and that it is not in use by any subscriber, routing rule, call handler, interview handler, or directory handler. Do not change the Windows locale language without updating all of the locations where the corresponding Cisco Unity languages (both old and new) are specified.

In the following circumstances, if the language specified is not listed in the Loaded table on the System > Configuration > Phone Languages and/or GUI Languages pages, Cisco Unity will use the default phone, TUI, or GUI language:

•When a language is specified in a Cisco Unity component

•When a language is specified as the Windows locale

•When a language is passed to Cisco Unity by the Property Management System (for Hospitality integrations)

If you have a Cisco Unity failover system, languages settings are not replicated between the primary and secondary servers. You must change values manually on both servers.

Specifying Text to Speech Languages in Cisco Unity 8.x

The Text to Speech (TTS) language engine translates email text into audio, enabling subscribers to listen to email by using the phone. TTS is available only with Unified Messaging and only to subscribers who have class of service rights to use it. (Note that even those who do not have class of service rights to TTS will hear email messages announced when they review messages in their Deleted Items folder, as applicable. The emails are not read to subscribers; Cisco Unity announces each email and subscribers are offered the opportunity to delete it, mark it new, and so on.)

The default TTS language is specified during installation, and can be viewed and changed on the System > Configuration > Phone Languages page.

The Cisco Unity server can support multiple TTS language engines. However, subscribers are limited to choosing one of the loaded languages, as multiple TTS languages are not supported on an individual subscriber basis. For example, a subscriber who receives one message in French and another message in Italian will hear both messages in the TTS language that corresponds to the selected phone language.

All supported TTS language engines are automatically installed with the Cisco Unity software.

Use of TTS is controlled by the number of Text to Speech session licenses, and by subscriber class of service. The number of simultaneous TTS sessions on a Cisco Unity server cannot exceed the maximum number of sessions supported for the applicable platform overlay, as specified in the Cisco Unity Supported Platforms List (available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_data_sheets_list.html). Depending on the needs of your site, you can grant TTS use to all subscriber classes of service, or limit it to specific classes of service.

Typically, the phone languages that you install and choose for use by subscribers will also be used as their TTS languages, with the following exceptions:

•If you installed Arabic, Australian English, Canadian English, Czech, Hungarian, Polish, New Zealand English, Russian, or TTY English as your phone language during setup, the language installed for the Cisco Unity Administrator GUI language is used as the default TTS language.

Step 2 On the Languages tab, confirm that the Install Files for East Asian Languages check box is checked.

Step 3 On the Regional Options tab, in the drop-down menu for the Standards and Formats section, click Korean from the list.

Step 4 In the Location section, click Korea.

Step 5 On the Advanced tab, in the Language For Non-Unicode Programs section, click Korean.

Step 6 Click OK.

Step 7 Restart the Cisco Unity server for the changes to take effect.

Phone Language Settings in Cisco Unity 8.x

Phone languages are the languages in which Cisco Unity can play system prompts to subscribers and callers. You specify a default phone language and other systemwide phone language settings, as well as the default Text to Speech (TTS) language, which is the language that subscribers hear when their email is read to them over the phone. Note that to use TTS languages, your organization must have TTS email and the applicable languages installed. See the "Overview of Languages in Cisco Unity 8.x" section for more information about using multiple languages.

Specifying Phone Languages

Caution If you have a Cisco Unity failover system, phone languages settings are not replicated between the primary and secondary servers. You must change values manually on both servers.

You specify a default phone language and other systemwide phone language settings on the System > Configuration > Phone Languages page.

You can customize the language setting for individual Cisco Unity components without changing the default language settings for the rest of the system. The phone language setting is available for the following Cisco Unity components: subscriber accounts, routing rules, call handlers, interview handlers, and directory handlers. For each of these entities, you can use the pages in the Cisco Unity Administrator to specify a phone language, or you can specify that the phone language be "Inherited."

With the Inherited setting, Cisco Unity determines the phone language to use for callers on a per-call basis, depending on how the call is processed. For example, you can set up a call handler with the Inherited language setting, and also set it up to receive calls from two different routing rules, each with a different language setting. (For example, one routing rule could be set up with a French language setting, while the second routing rule could be set to German.) In this situation, the language in which Cisco Unity plays the call handler system prompts will depend on which rule routed the call. However, note that if every component in your system that processes a call has been set with Inherited as the language setting, Cisco Unity will play the system prompts in the default phone language, because in effect none of the components will have been set to a specific language.

Recorded greetings are always played in the language in use when the greeting was recorded. For example, changing the language setting for the Opening Greeting call handler from U.S. English to French will not automatically convert the greeting that was originally recorded in English to one that is played back in French. The Opening Greeting must be re-recorded in French. This is also true for subscriber greetings and for other handlers.

To specify phone language settings for individual subscribers, do the "To Change Phone Language Settings for Subscriber Accounts" procedure. To modify language settings for multiple subscriber accounts, you can use the Cisco Unity Bulk Import wizard or the Bulk Edit utility. Note that subscribers can use the Cisco Unity Assistant to select the language that they hear when they log on to Cisco Unity by phone.

Step 3 In the Language field, select one of the languages listed, or select Inherited.

Step 4 Re-record applicable greetings in the new language.

To Change Phone Language Settings for Subscriber Accounts

For each subscriber account, you can specify the language in which system prompts are played to callers (this affects prompts such as "Record your message at the tone"), and you can change the language that subscribers hear when listening to the subscriber conversation.

Note that if the class of service to which a subscriber belongs has TTS, the language you select in the Subscriber's Language field also controls the language that the TTS email reader uses. Before changing the phone and TTS language for a subscriber, verify that you have the applicable languages installed.

Step 1 In the Cisco Unity Administrator, go to any Subscriber page.

Step 2 Do the following actions, as applicable:

•To change the phone language for callers, go to the Messages page. In the Language That Callers Hear field, select a specific language, or select Inherited.

•To change the phone language for subscribers, go to the Conversation page. In the Subscriber's Language field, select one of the languages listed.

Step 3 Ask the subscriber to re-record their greetings in the new language.

GUI Languages Settings in Cisco Unity 8.x

The settings on the GUI Languages page determine the languages in which the Cisco Unity Administrator pages can be displayed. You specify a default GUI language and other systemwide GUI language settings.

To change the GUI language used in the Cisco Unity Administrator or the Cisco Personal Communications Assistant (PCA), select a language in the browser. (Subscribers use the Cisco PCA website to access the Cisco Unity Assistant and the Cisco Unity Inbox.)

For the Cisco Unity Administrator, note that the language selected in the browser must be one of the languages in the Loaded list on the GUI Languages page. If the language that you select in the browser is not among the loaded languages, Cisco Unity uses the default GUI language. For the Cisco PCA, the language selected in the browser must be one of the languages that the Cisco PCA offers.

Specifying GUI Languages

Caution If you have a Cisco Unity failover system, GUI languages settings are not replicated between the primary and secondary servers. You must change values manually on both servers.

You specify a default GUI language and other systemwide GUI language settings on the System > Configuration > GUI Languages Page. To change the GUI language used in the Cisco Unity Administrator and the Cisco PCA, select a language in the browser.

Overview of TTY in Cisco Unity 8.x

A TTY prompt set, available in U.S. English (ENX) only, can be installed and used just like any other supported phone language. When the TTY prompt set is installed, subscribers and outside callers who use TTY can call in to Cisco Unity and use the same features that a hearing caller can use. However, note the following limitations:

•G.711 MuLaw must be selected as the message recording and storage codec. The Cisco Unity TTY prompt set is not compatible with G.729a or other message recording and storage codecs.

•A dedicated phone number must be set up for use by outside callers with TTY. All greetings, prompts, and subscriber names accessible from this number must be created with the TTY prompt set.

•TTY is a TUI language only. At the present time, there is no compatible Text to Speech (TTS) language for TTY. The TTY prompt set is also not suitable for use as a GUI language.

•TTY tones are not available for use in navigating through the Cisco Unity conversation. Some TTY phones do not have the capability to send DTMF tones. In this case, TTY users may need to use the phone keypad for system navigation.

•Due to recording and playback limitations, the TTY prompt set can not be used in interview handlers.

See the following sections for information on setting up and using the Cisco Unity TTY prompt set:

6. Create a TTY subscriber template. This template will be used when creating subscriber accounts for all subscriber who will use TTY. You may also want to create a TTY class of service, on which you disable Text to Speech for these subscribers.

10. Record greetings in TTY by using the TTY Angel, or by using the Media Master and a TTY phone as a recording and playback device. You will need to record the following greetings, as applicable: the opening greeting, additional call handler greetings, and subscriber greetings. See the "Using the TTY Angel" section.

Disabling Cisco Unity Comfort Noise

Comfort noise is low-level background noise generated on a IP device. Its purpose is to simulate the hiss produced in a circuit-switched connection, and it can be generated to help provide reassurance to callers when there is no audio from Cisco Unity, for example, during a transfer or between system prompts.

The Cisco Unity ComfortNoise registry setting is a systemwide setting that controls the ability of Cisco Unity to send comfort noise generation packets to an IP phone, or to a gateway that is enabled to receive and respond to comfort noise generation packets.

If Cisco Unity comfort noise is enabled on a system that is using the TTY prompt set, TTY subscribers may report that characters are occasionally garbled or dropped. Disabling Cisco Unity comfort noise will prevent this problem from occurring.

Disabling Cisco Unity comfort noise should not cause a problem for non-TTY subscribers, but be aware that callers may notice short periods of silence between some Cisco Unity prompts.

To Disable Cisco Unity Comfort Noise

Step 1 Start Regedit.

Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (See the "Restoring" topics in Registry Editor Help.) Note that for a Cisco Unity failover system, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 8 If you are using failover, repeat this procedure to apply the registry setting to secondary server.

Using the TTY Angel

The TTY prompt set includes all system prompts needed to use TTY with Cisco Unity. The TTY Angel application, available in Tools Depot, is used to create custom call handler and subscriber greetings, and subscriber recorded names, in TTY.

You can also create a CSV file containing a list of greetings and subscriber names to be converted to TTY all at once. See TTY Angel Help for more information about this option.